Information for Passengers with Visual or Hearing Impairments
I. Who we serve:
We are committed to providing the necessary service to passengers with visual (impairment or blindness) or hearing (impairment in both ears) disabilities.
II. Applicable Routes:
1. The service is only applicable to flights operated by China Eastern Airlines and Shanghai Airlines with China Eastern and Shanghai Airlines flight numbers.
2. The following conditions must be met for connecting flights:
(a) The actual carriers throughout the journey are China Eastern Airlines (MU) and Shanghai Airlines (FM) and the transfer takes place on the same day;
(b) The connecting flight consists of only two flight segments;
(c) The transfer takes place at a major hub terminal (Pudong, Hongqiao, Kunming, Xi'an), and the minimum connection time is not shorter than the transfer time limit of any airport.
Note: Please go to Homepage > Announcements > Travel Tips > Airport Information to check whether this service is available at the departure and arrival airports.
III. Application Channels:
1. China Eastern ticket offices
2. 95530
3. Official website/APP/M website of China Eastern
IV. Application Submission Materials:
Application for Special Passengers
V. Materials to Be Carried on Board (printed):
Application for Special Passengers (in duplicate)
VI. Check-in Deadline:
120 minutes prior to departure
VII. Other Requirements:
(1) Airport assistance
Assistance boarding and disembarking:
Our staff will be happy to assist you with boarding, disembarking, and transiting.
assenger seating arrangements:
We try our best to accommodate all seating arrangements. It is our responsibility to provide you with seats in the cabin class you have purchased.We will be happy to show you extra care in the following situations:
Passengers can be seated next to those accompanying them.
Passengers with limited mobility may be accommodated in any eligible seat or, if requested, in a seat better suited to their mobility needs.
Select your preferred seat through our online check-in.
(2) Specialized on-board services
Specialized services are provided on most of our aircraft. Depending on the aircraft type and age, we offer amenities such as movable aisle armrests, cabin wheelchairs and so on, and wheelchair-accessible washrooms on larger aircraft.
Movable aisle armrests:
We provide movable aisle armrests for some aircraft types to make it easier for passengers using cabin wheelchairs to get in and out of their seats. The number and location of seats with movable aisle armrests vary depending on the aircraft type. Link
If your seat armrest is not movable, boarding gate staff and aircrew will be happy to check if there are other seats on the aircraft to change to.
Storing assistive devices in the cabin:
You may bring the assistive devices listed in the table below into the cabin as carry-on items:
|
Category |
Assistive Device |
|
|
Physical disability |
Walking aid | Walking stick |
| 折叠轮椅（尺寸应不大于33×91×106厘米/13×36×42英寸） | ||
| Prosthetic limb | ||
|
Severe physical disability |
Assistance dog |
|
|
Deaf |
Hearing aid device | Electronic cochlear |
| Hearing aid | ||
| Hearing dog | ||
|
Blind |
Guide dog | |
| Blind cane | Multiple functions | |
| Simple | ||
| Vision aid | ||
| Glasses for the visually impaired | ||
Note:1. Storage and space in the cabin is handled on a first-come, first-served basis. Assistive devices must be stored in accordance with the relevant regulations on security and air transportation of dangerous goods;
2. In the event there are no storage facilities or space in the cabin, we will help you check your device free of charge;
3. Passengers with disabilities eligible to fly can check for free one assistive device other than those listed.
客舱轮椅
我们的大型飞机上都备有客舱轮椅。这些轮椅是为我们飞机上的过道专门设计的，可供旅客在飞机上进出卫生间时使用。我们的飞机乘务员都经过培训，他们会协助您使用轮椅，但他们不能对您进行抬高和移动。
Washrooms for persons with disabilities:
We have washrooms for persons with disabilities on many of our larger aircraft. However, the availability of this facility depends on the size and structure of the aircraft. Link
On-board assistance:
Our flight attendants are trained professionals and can ensure that you travel safely and comfortably. They can assist you with the use of a cabin wheelchair, in storing or retrieving carry-on baggage, introducing food on the plate and unpacking, and so on.
However, flight attendants cannot feed passengers or help with personal hygiene or the use of the washroom. They cannot lift or move you, or provide medical services such as injections. For this type of care, you must be accompanied by the relevant personnel during the flight.
For any questions, please consult our customer service hotline 95530.
2. Passengers who need to bring a service dog into the cabin are asked to refer to the Information for Air Transportation of Service Dogs
For a flight on a US route, please be mindful of the following:
1. Passengers who must be accompanied by safety assistance personnel
We believe assistance personnel are essential to the safety of passengers under certain circumstances. China Eastern requires passengers with disabilities to be accompanied by safety assistance personnel before providing transportation services if:
The passenger is unable to understand and respond to safety instructions due to severe intellectual or mental impairment;
The passenger has severe hearing and visual impairments and is unable to communicate with employees to obtain simple safety instructions;
The passenger lacks vital mobility and would be unable to move away from the aircraft in an emergency.
Special service application time limit:
If you have the following special requirements, please notify us in advance according to the following time limits and check in at least 2 hours in advance on the day of departure:
If medical oxygen is required during the flight, please notify us 72 hours in advance.
To check an electric wheelchair, please notify us 48 hours in advance.
If you are traveling with 10 or more passengers with disabilities, please notify us 48 hours in advance.
If you require a cabin wheelchair, please notify us 48 hours in advance.
If you have severe visual or hearing impairment, please notify us 48 hours in advance.
If you are traveling with a service dog, please notify us 48 hours in advance.
Passengers using stretchers must notify us 72 hours in advance.
3. Onboard wheelchair storage:
Passengers with folding wheelchairs may apply during advanced boarding on routes to the United States (as these routes use larger aircraft) for onboard storage of their chairs, provided they meet the specified size and weight requirements (must not exceed 33×91×106 cm or 13×36×42 inches without wheels or other components removed). (Not all flights can accommodate every type of wheelchair.) Passenger wheelchairs have priority over other carry-on items.
Each flight accommodates one personal wheelchair on a first-come, first-served basis.
For more information, please refer to theNondiscrimination on the Basis of Disability in Air Travel document (PDF) created by the Transportation Department of the United States.
VIII. Reminders:
1. Passengers who need the following devices or services are asked to submit their request no later than 48 hours before their flight is scheduled to depart. Depending on aircraft types and airport resources, we will reply within 24 hours with information about whether the services or devices requested are available.
1) Medical oxygen during flight;
2) Service for a group of passengers with disabilities (more than 10 passengers);
3) Check-in of electric wheelchairs (refer to Information for Passengers with Wheelchairs);
4) An aisle chair (refer to Information for Passengers with Wheelchairs);
2. Passengers with any of the following conditions are asked to inform the airline when purchasing their ticket and to provide a valid Certificate of Diagnosis:
1) A need for medical oxygen (refer to Information for Passengers Requiring Oxygen) or Information for Passengers Requiring Portable Oxygen Concentrators)
2) You suffer from an infectious disease (refer to Information for Sick Passengers).
3) Your medical conditions prevent you from flying safely if the necessary special medical devices are not available on the aircraft.
3. If you need medical oxygen, your certificate of diagnosis must specifically indicate this fact, as well as the amount of oxygen required per minute.
4. If you have an infectious disease, your certificate of diagnosis must state what preventive measures are to be taken. The certificate must also indicate that the infectious disease does not pose a threat to other persons on board.
5. China Eastern Airlines and Shanghai Airlines will confirm the application for the flight departure date and contact the applicant (09:00-19:00). Please keep your phone available after making the application. We will reach out to you as soon as possible. If you do not receive a confirmation call or text message from China Eastern Airlines within 4 hours of submitting your application (during working hours), it may indicate that your application failed to be submitted due to network errors or system delays. Please try again or call 95530.
6. If you are unable to fill in the Application for Special Passengers, please contact 95530. Our staff will help you fill it out and send the application to you by fax or email. If you cannot access fax or email, please ask our on-site staff for assistance in filling out the Application for Special Passengers on the day of your flight. Once your application has been submitted online, China Eastern Airlines will be deemed to have received it, though it will still be subject to approval. Your requested flight may be limited by capacity, lack of available seats, or insufficient airport support. In this case, we will contact you to provide you with other options for flight or date. The success of your application is subject to our final approval.
IX. Sample Forms: